New IT
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  SOLUTION WHITE PAPER The New IT—Deliver Better Service and Support, More Efficiently Streamline service delivery with automation, integration, and consumer-style tools  1 People and businesses can do amazing things when technology runs at its best. As changing requirements and expectations place new demands on IT, the time has come or a new approach to service and support—one designed to help both people and their tools perorm at their best. Employees need a more mobile, social, and user-centric experience, and they want to help solve their own problems. IT needs better-integrated tools and automated processes to streamline service delivery. CIOs need the flexibility and agility to respond to emerging business needs, highlighting the value o IT throughout the organization.This paper introduces a new experience that includes:   » A better way or users to access service and support anywhere, anytime—including easy-to-use sel-service—with consumer-style, intelligent, context and location-aware mobile tools   » Enhanced productivity or IT staff with easy collaboration and visibility across teams, streamlined service delivery, and efficient process automation   » Seamless integration across IT operations management systems and processes to deliver a greater business impactThis new IT experience helps people and businesses do their best work. THE BREAKDOWN IN TRADITIONAL IT SERVICE DELIVERY I a think tank were to sketch out the ideal relationship between users and IT, it would bear little resemblance to the current reality in most organizations. The best word to describe that relationship today: riction. Users are rustrated by laborious processes to request services and a lack o visibility into how and when their issues will be addressed. IT seems unresponsive to their needs, its attention ocused elsewhere. People have experienced a better world with their consumer technology providers, and they’ve come to expect a similar level o service in the enterprise—more mobile, social, and transparent, with sel-service tools to address their own issues quickly and easily. They’re right to be dissatisfied; according to Forrester, 86 percent o employees around the world lose two days each month to IT-related issues.Meanwhile, IT has rustrations o its own. Constant low-level service requests—like the 30 percent o calls related to password reset—divert time and resources rom more important and strategic work. It’s hard to innovate and drive business value when you’re always putting out fires and holding users’ hands—especially when you’re dealing with manual, non-integrated processes every step o the way.The blame or this situation doesn’t lie with either users or IT, o course. The riction in the relationship results in large part rom easy-to-see flaws in most ITSM environments. The available sel-service tools are not always designed or the business user, posing barriers to adoption. Manual processes waste time and resources. IT operations management teams and systems lack standardization, integration, and visibility, leading to inefficient collaboration, duplication o effort, avoidable outages, and generally sluggish operational perormance.As a result o these flaws, IT misses opportunities to automate key processes, urther undermining operational efficiency. Service quality and the perception o IT both suffer, damaged by ragmented and substandard processes and systems. This outdated and ineffective approach to ITSM is more than just a nuisance—it’s a serious problem with strategic implications:   » The use and perceived value o key IT services and support diminish as business users look elsewhere or more relevant and useable alternatives. This “shadow IT” all too ofen involves non-secure, non-compliant, or incompatible solutions—creating still more headaches or IT.   » IT continues to be perceived as unhelpul and distant because access to key services remains difficult and out o line with the expectations o modern business users.   » The CIO is unable to transorm IT by empowering business users with the delivery o new digital services, as time and resources are instead consumed by the support o outdated processes and systems.Instead o wasting money trying to improve a legacy ITSM solution that just isn’t up to the task, you need a solution designed to deliver an IT experience that meets the needs and expectations o today. need a solution designed to deliver an IT experience that meets the needs and expectations o today.  2 THE VISION FOR NEW IT The vision or a new IT experience revolves around new ways or users to interact with IT that are more transparent, efficient, and relatable. Easy-to-use tools empower people to address many o their own issues, with ull visibility throughout the process. By diverting more low-level service requests, and handling the remaining issues more effectively through automation and integration, IT can better allocate money, time, and staff to higher-value innovation.The new generation ITSM solution that powers this vision is designed to make IT service easier than ever to request and deliver, and helps IT guarantee rapid, repeatable, and streamlined service delivery. Key aspects o the solution include:   » Simple and convenient sel-service or business users with consumerized interaces and social tools   » A mobile-first orientation, making service and systems accessible anywhere rom any device   » Simple adoption and use or agents   » Easy integration with other systems and apps to orm complete solutions   » Minimal ongoing operating requirements and costs, with ample scalability   » Powerul best practice-aligned process automationThe value o the new IT experience can be seen in the variety o transormative use cases it supports. FORMLESS IT SERVICE REQUESTS Requesting service rom IT is never the best part o a user’s day. Even something as straightorward as a broken keyboard means having to log into the intranet, find the service catalog, dig through it or the right category, and fill out a lengthy and detailed request orm. Once submitted, the request seemingly disappears into a black hole, leaving the user with no idea when it will be addressed.With the new IT experience, the user opens a simple, social media-style app on any handy device—desktop computer, laptop, smartphone, or tablet—and writes a short post about the issue. In the background, the note—“Broken keyboard, no response to keystrokes!”—is converted into a proper service request and entered into the ITSM system. The request includes ull details about the person’s identity, role, location, device type, preerences, and other relevant inormation, all added automatically by the system. As the request proceeds, sel-service progress tracking provides a clear view or the user o where things stand and when the issue will be resolved. The user can even post ollow-up questions as comments under the srcinal request in the social media-style eed.The benefits o this approach are easy to see. The convenience and transparency o the process improve the user’s satisaction and perception o IT, while the sel-service element osters a eeling o empowerment. This in turn encourages more sel-service, diverting additional calls rom the helpdesk—saving the company $10–$25 each time. IT recaptures valuable time and attention or other critical work. AUTOMATED ONBOARDING New employees arrive at an organization excited about their opportunity, and their managers are just as eager to put them to work—but first, there are many hurdles to overcome. The onboarding process involves multiple steps across numerous departments. IT needs to gather requirements or the employee, provision a new laptop, and provide guidance on available resources. The finance team needs to set the person up in the payroll system. Facilities needs to outfit a work space, whether by allocating an existing cube, building a new one, or assigning a spot in a shared space or private office. Networking needs to set up a new phone and extension. The list goes on.There’s no reason or a highly standardized, repeatable process like onboarding to be handled through manual, non-integrated methods. The new IT experience automates the entire process—every step, across every department—to set up new employees in every relevant system and provision all the resources they’ll require through a highly efficient, better managed approach.  3 By using automation and integration to complete this closed-loop process more quickly and seamlessly, you can ensure that new employees will have everything they need to get started. Their resh enthusiasm and sense o empowerment go right to work or the business, and the seamlessness o their work experience creates a positive first impression o the organization. Meanwhile, staff members in multiple departments who used to spend valuable time on new employee onboarding can now spend their days on other important work. STREAMLINED SERVICE INTRODUCTION Developing new applications and services can be un and satisying or technology proessionals, but it can also involve a lot o drudgery. There are development and test environments to manage; choices to make about security and accessibility across mobile, cloud, and desktop; tools to leverage; and processes to ollow. And these are just the steps to get a service created, let alone make it available or the business.New IT streamlines the introduction o IT services by giving IT the tools to publish a curated catalog o approved resources o all kinds—rom test and development resources to desktop, cloud, and mobile business apps—through an integrated solution. Users can quickly find and consume the apps and services they need through a amiliar mobile and app store experience. CONTEXT󰀭AWARE SERVICES Given a choice, most people would rather fix something themselves than have to call or and await help, or be talked through a resolution step-by-step over the phone. Anything would be better than wasting valuable minutes explaining where you are, what you’re trying to use, and how it isn’t working. This can be all the more rustrating when you’re on the spot—in a room ull o customers waiting or you to begin your presentation, or on a deadline or a high-visibility executive report with images you’ve been unable to scan.With this new experience, users can become their own heroes. Each device and resource has a barcode that the user can scan with a simple mobile app to access complete troubleshooting and problem resolution resources. There’s no need to call IT, no need to wait on hold, no need to ask someone to repeat something—just the satisaction o fixing it yoursel so you can move on to a better part o your day. CONCIERGE󰀭STYLE APPOINTMENT SETTING Getting support shouldn’t be like waiting or the cable guy—“We’ll get to it tomorrow between 8 am and 5 pm, unless it’s the next day, so don’t go anywhere or a while.” Busy users need to know in advance when to expect support—and they should be able to get it wherever they may be working, rom their own desks to a branch office in another city.New IT includes concierge-style service. People can book appointments to have an issue addressed at a specific time and place. An IT staff member is available at the designated time, ully inormed about the nature o the issue and equipped with the tools necessary to resolve it on the spot. Both users and IT can plan their time more effectively and eliminate the anxiety that comes with uncertainty.Bringing a white-glove, consumer approach to enterprise IT, concierge-style appointment setting improves the perception o IT by showing its responsiveness to the needs o business users. CROWDSOURCED IT It happens to everyone: you arrive in the conerence room assigned or your meeting, discover that a key piece o equipment is out o order, and scramble to find another room where everything works. Later that day, another group arrives or their meeting, makes the same discovery, and relocates as well. The next day, the pattern continues. Maybe someone mentions the broken projector or speakerphone to acilities or IT, or intends to, but people are busy—they orget.The new IT experience leverages the power o social media to share inormation with everyone who needs to see it. People can subscribe to social media eeds or the resources they rely on, such as projectors, scanners, and conerence rooms, and post and receive updates on any issues that come up. The next time you find a broken projector in your conerence room, you post a quick update—“Projector in Sierra Madre is broken”—and everyone who’s subscribed to that projector learns o the outage immediately. IT and Facilities see the update as well, and a resolution is soon underway. In the meantime, integration

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Jul 23, 2017


Jul 23, 2017
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